Honolulu, HI
I had two very different experiences at this same Lex Brodie's location. The 1st would be a 5 star rating and the 2nd would be 1 star. Putting them together amounts to the 3 star rating. The 1st time I went to Lex Brodie's I needed to replace a flat tire. The staff replaced the tire very quickly and came across as being very honest. I was thinking of replacing some of my other tires too since they were old and I knew that I needed to replace them soon. The staff told me that the tires sold by Lex Brodie's were inferior to those sold by Goodyear for the same price. I bought the tire that was flat at Lex Brodie's since I could not drive on it, but I did not replace the other tires because the Lex Brodie's staff had admitted that their tires were not as good as Goodyear so I figured that I would buy them at Goodyear. That experience with the tires made me think of Lex Brodie's as an honest company since they probably knew that telling me a competitor had better products for the same price would cause me to take my business there instead. My rating based on this experience alone would be 5 stars. Unfortunately, I had a very different experience the 2nd time that I brought my car to Lex Brodie's. I came for my yearly safety check that every car needs to get in order to be legally driven in Hawaii. Since they were very busy they told me to leave my car in their parking lot and to come back in 2 hours. When I came back 2 hours later they had finished the safety check, however, somehow the mechanism inside my door had broken such that the window would no longer close! This meant that the window on the front driver's side door was basically loose and could be moved up and down by hand. It would not stay closed and it was raining, which meant that the interior would get wet and there was nothing that I could do about it! The staff insisted that they had not caused that despite the fact that I had never previously had any problems with my car's windows and it had been fine when I had left my car in their parking lot as I had been instructed just two hours earlier! The staff told me that they were unable to fix it that day (it was a Saturday afternoon) or on Sunday but that I could come back and get it fixed on Monday. I was told that I would need to pay for the repairs which I felt was unreasonable because their company had clearly caused the damage. They said they would give me a discount and that it would only cost $60 to make these repairs, which still seemed unreasonably high given the fact that the window had been fine when I had arrived. I left and went to Goodyear and asked how much it would cost for them to fix it and they said a diagnostic would cost $70. Since the $60 price quoted to me by Lex Brodie's was ostensibly cheaper than that I decided to return to Lex Brodie's on Monday, which turned out to be a costly mistake. I explained the situation and asked about the discount and the staff handed me a bill indicating that it would cost over $100 instead of $60. I forget the exact price but it was a little over $100. I asked about this and was told something to the effect that the discount would apply after the diagnostic was done but that it had to reflect the total without the discount first, which didn't make sense and turned out to be illegitimate but I signed the bill anyway because they had been honest with me the previous time with the tires so I gave them the benefit of the doubt. I came back later and was told the diagnostic was finished and that it would cost $668 to fix the window and that this would entail both fixing the actual part that was broken inside the door and also replacing the entire window even though the window itself had nothing wrong with it. They were still charging me the $100 plus fee for the diagnostic even though they had said that it would only cost $60 because they had actually meant that I was getting a $60 discount and it would have cost around $170 total for the diagnostic without the discount even though Goodyear had told me that it would cost $70 for the diagnostic without any kind of discount. The Lex Brodie's staff also told me they would need to special order the part and that it would take several days for it to arrive. It had been raining hard all week so I was very concerned about not being able to close my window for such an extended period of time, especially because I do not have a garage so I have to park outside. I spoke to other employees who seemed higher-level in the hope of getting a more reasonable response. It seemed excessive that I would need to pay $668 to fix a problem that had not existed prior to taking my car to Lex Brodie's for a routine safety check! I asked for a temporary fix for the rain. They said no. Goodyear fixed the broken part for about $200 and did so the same day. I did not need to replace the window. Based on this experience, I will not return to Lex Brodie's again. They no longer seem honest